geralt / Pixabay Consumers are more inclined to boycott businesses than ever. Reasons for boycotts are numerous. Boycotters might accuse companies of being racist, unpatriotic, anti-family, anti-LGBTQ or politically wrong-headed. They sometimes base their charges on false information. Most recently, businesses have become boycott targets because they or their CEOs, support – or at least …

When a public relations crisis strikes is not a question of “if.” It’s a question of “when.” Data breaches, sexual harassment complaints, product malfunctions and recalls, misbehaving CEOs, rebellious employees. The list of potential causes of PR crises goes on and on. Aggressive media inquiries, bait-click headlines, and viral social media sharing can exacerbate even …

Lush UK has announced that it is to step away from its corporate social media channels. Somewhat ironically, it has been described by Lush as a bid to ‘open up the conversation’ between the brand and its customers. The Lush UK channels across Facebook, Twitter and Instagram will close, leaving only the hashtag #LushCommunity for …

Social listening is a tactic that’s not unheard of. Quite a number of brands use it these days and even more consider trying it out in the near future. However, for many, the step-by-step process of social listening remains unclear. This article aims to answer the most burning questions about social listening: What is a …

Dubbed ‘the greatest party that never happened’, Fyre Festival has become a catchall term for failure. The 2017 festival – which has recently come back into public consciousness due to Netflix and Hulu documentaries – sold the dream of an idyllic, VIP-style party on a remote island in the Bahamas. Influencers played a large part …

Some organisations discover issues through social media before they find out about them from their own employees. According to Salesforce, 55% of ‘high performing’ customer service teams say they can predict customer service needs more than 80% of the time, and with more customers now expecting instant responses it pays to have a plan in place …